Location:
Hybrid, with three days minimum out of our brand new, state of the art headquarters in Los Angeles, CA
Visa Sponsorship:
This position is not eligible for Visa sponsorship.
The Role:
We are looking for a Senior Manager, Lifecycle (Nurture, Retention & Loyalty) to join our dream team! Reporting directly to the Director of Lifecycle & Loyalty, you will be cLTV-obsessed and the pinnacle of post-purchase innovation. Your mission is to turn one-time buyers into lifelong brand advocates, ensuring that every customer feels they've made a magical decision for their family the moment they click "purchase".
You will own the relationship after the first transaction, leveraging data, AI, and community-building strategies to increase purchase frequency and maximize Customer Lifetime Value (cLTV). From scaling our brand-new loyalty program to architecting sophisticated win-back flows, you will ensure our community feels seen, valued, and rewarded.
What you'll do:
- Architect the Retention Roadmap: Partner with the Director to define the strategic direction of our nurture ecosystem, focusing on recurring revenue, repeat purchase frequency, and long-term engagement.
- Optimize the Loyalty Program: Lead the messaging and engagement strategy for our "built-from-scratch" loyalty programs, ensuring "smile-sparking" rewards at every touchpoint.
- Post-Purchase & Education Mastery: Own the journey after the first order, including transactional messaging, product education, and "how-to" onboarding to ensure customer success.
- Scale Personalization & ML: Shape how we use machine learning (such as churn risk, propensity modeling, and recommendation ranking) to deliver high-value, personalized communications.
- Win-Back & Reactivation: Design and optimize automated re-engagement, replenishment, and win-back flows to mitigate churn and bring "hibernating" customers back into the fold.
- Community & Advocacy: Leverage reviews and social proof to build brand equity and foster a community that customers are proud to belong to.
- Collaborate & Experiment: Partner cross-functionally with Creative, CS, Merchandising, and Site teams to operationalize continuous A/B testing that improves the repeat user lifecycle.
- Cross-Sell & Up-Sell Strategy: Utilize purchase history and AI to recommend the next best product, driving higher AOV and deeper account adoption.
What you'll bring to the team:
- Experience: 5+ years in Lifecycle Marketing, CRM, or Growth, with a proven track record in retention and loyalty strategy for a D2C or e-commerce brand.
- Strategy First: Ability to build strategic roadmaps and learning agendas that drive measurable LTV growth.
- Analytical Mindset: Expert-level knowledge of A/B testing and the ability to translate complex data into actionable insights.
- Tech-Savvy: Experience with major customer engagement platforms (e.g., Klaviyo, Iterable, Bloomreach) and loyalty infrastructure.
- ML Fluency: Comfort working with data teams to productize machine learning models like churn prediction or recommendation engines.
- Communication: An excellent communicator who can align diverse stakeholders-from Customer Service to Merchandising-around shared retention outcomes.
- The "Little Sleepies" Spirit: A proactive self-starter who thrives in a collaborative, fast-paced environment and isn't afraid to innovate.
What success looks like:
- Repeat Purchase Rate
- Customer Lifetime Value (LTV)
- Churn Rate & Win-back Efficiency
- Loyalty Program Engagement (Participation & Revenue)
- Average Order Value (AOV)
- Review Conversion & Social Proof Lift
- Test Velocity & Personalization Lift
What we're excited to offer you:
- Ability to work cross functionally with a fast-growing team, with smile-sparking products that turn everyday moments into magical memories
- A supportive environment that fosters and encourages new ideas and innovation
- The opportunity to stock your drawers with Little Sleepies! Free pajamas & Play product when you join (and every year on your work anniversary!) and a generous employee discount all year long to keep you cozy
Benefits:
- Health, dental, and vision insurance
- Paid time off, vacation
- Sick days
- Paid holidays
- Short and long-term disability
- Life insurance
- 401(k)
- Employee Assistance Program
- Flexible Spending Accounts
- Home office stipend
- Internet stipend
- Company discount
- Team building activities
- Company-issued computer
